James T. Ziegenfuss Jr., Ph.D.

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Professor Emeritus of Management and Health Care Systems, School of Public Affairs
PENN STATE HARRISBURG CAMPUS
UNIVERSITY PARK

Professor Ziegenfuss teaches in the graduate programs in Health and Public Administration and coordinates the non-profit and human resources certificates. At the Penn State Medical College, he is adjunct professor of medicine (1988 to present), co-directed the physician fellowships program in quality for ten years and has been Evaluation Coordinator for the six-year organization change project sponsored by Robert Wood Johnson/Pew (Redesigning Patient Care Systems) and for the Diversity in Medical Education Project.

Dr. Ziegenfuss has written over 150 articles for journals and conferences and has authored thirteen books. He received the distinguished service award from the American College of Medical Quality in 1999 for his contributions in education and research and has been Associate Editor of the American Journal of Medical Quality since 1989. Dr. Ziegenfuss' monograph, Country and Community Health Systems: The Futures and Systems Redesign Approach was presented in Madrid and was top prize in the Latin American 1998 international manuscript competition (translated to Spanish and published by the Pan American Health Organization in 1999). A second monograph, Building Citizen Participation: The Purposes, Tools and Impact of Involvement won second prize in the international competition in 2000, was presented in Santo Domingo, and was published by the Center for Latin American Administrative Reform, Caracas, Venezuela. In November 2004, he received the Regents Award for Senior Health Care Executives for leadership and management (American College of Healthcare Executives). At the annual meeting in Baden Baden Germany in 2005, he was elected Fellow of the International Institute for Advanced Studies in Systems Research & Cybernetics (IIAS) for his innovative research contributions to health care systems and medicine.

His 2007 book: Customer Friendly: The Organizational Architecture of Service (Rowman & Littlefield May, 2007) was named an Outstanding Academic title for 2007 by ALA and was Book of the Year for the IIAS. His newest book is Creating America's Future: Stopping Decay with Citizens, Students and Strategies (Roman & Littlefield/University Press, August 2008). He is an active consultant to public and private organizations - his education, research, and consulting work has been supported by more than 75 organizations including academic medical centers, associations, hospitals, banks and non-profit organizations.

Professional Affiliations

  • Academy of Management
  • American Psychological Association
  • American College of Medical Quality
  • American College of Health Care Executives & local chapter
  • Associate Editor : American Journal of Medical Quality: 1989-present
  • Editorial Board : International Journal of Therapeutic Communities: 1979-Present (Group Relations/ Organizational Dynamics)
  • Editorial Board : Public Budgeting and Financial Management: 1995-present

Strategy/strategic planning, particularly formation process

Quality management/customer service – through organizational design.

Ziegenfuss, J.T. Building external systems competencies of healthcare chief information officers, Paper presented at 20th Anniversary Meeting, International Institute for Advanced Studies in Systems Research and Cybernetics, Baden Baden, Germany, July. Published in proceedings, 2008.

Pees, R.C.; Shoop, G.H.; Ziegenfuss, JT; Organizational Consciousness. J. Health Organization & Management. In press, 2008.

Ziegenfuss, James T. Customer Friendly: The Organizational Architecture of Service. Rowman & Littlefield/University Press, May 2007. (CHOICE award; IIAS award)

Ziegenfuss, James T. Strategic Planning: Cases, Concepts, & Lessons. Rowman & Littlefield/University Press. October, 2006.

Ziegenfuss, James T. Organization and Management Problem Solving: A Systems and Consulting Approach, Sage: 2002.

Ziegenfuss, J.T. Building Citizen Participation: The Purposes, Tools and Impact of Involvement. Monograph - Second Prize, Monograph Competition Essays on Public Administration Reform XIV International Congress Center for Latin American Development Administration. Santo Domingo, October 2000. Published 2001.

Ziegenfuss, J.T. "Systems Thinking and Quality Management." American Journal of Medical Quality 18(4), July/August 2003.

Ziegenfuss, J.T. "On Patient Satisfaction Surveys." American Journal Medical Quality 18(6), November/December 2003.

Ziegenfuss, J.T. Diagnosing and Improving Trauma Services Using Organization and Management Systems Thinking. Paper for Institute for Advanced Studies in Cybernetics and Systems Research. Baden Baden Germany. August 2004.

Ziegenfuss, J.T. "Litigation as a Quality Improvement Tool." American Journal Medical Quality 19(2), March/April 2004.

Ziegenfuss, J.T. "The Missing Integration of Disciplines in Quality Management." American Journal Medical Quality 19(3), May/June 2004.

Ziegenfuss, J.T. "Assessing the Quality of Medical Organization and Management." American Journal of Medical Quality 19(4), July/August 2004.

Ziegenfuss, J.T. "Health Care Quality: The System Components of Continuity." Paper present at 17th International Conference on System Research, Informatics and Cybernetics. Baden Baden Germany. August 2005. Published in proceedings.

Ziegenfuss, J.T. "Teaching the Interdisciplinary Nature of Quality." American Journal of Medical Quality 20(2), March/April 2005.

Ziegenfuss, J.T. "Systems Thinking Engineers Solve Productivity Problem." Environmental Engineer 2005.

Ziegenfuss, J.T. "On Teaching Quality Management with Disciplinary Separation." American Journal of Medical Quality 21(2), March/April 2006.

B.A.; M.A.; M.P.A.; Ph.D. (Wharton)